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Incident and Problem Manager (with ITIL principles and Previous experience in State Government is an advantage. ) 3 Months ,Raleigh, NC ( Hybrid) at Raleigh, North Carolina, USA

Email: [email protected]

http://bit.ly/4ey8w48
https://jobs.nvoids.com/job_details.jsp?id=2253883&uid=

Hi
,

Please find my direct client job requirement for your consideration.

Title:

Incident and Problem Manager (with ITIL principles and Previous experience in State Government is an advantage. )

Location:

Raleigh, NC ( Hybrid )

Duration :

3 Months

State of North Carolina

Job Description:

Must-Haves:

4-6 years of experience in Incident Management
.

Proficient understanding of ITIL principles.

Experience with ServiceNow ticketing system.

Knowledge of MS Office Suite including Outlook, Visio, PowerPoint, Excel, etc.

Strong communication skills
with the ability to interact effectively across all levels of leadership.

Plusses:

ITIL certification
is highly desirable.

Previous experience in State Government is an advantage.

Proven track record of developing and providing service level agreements and resolving IT incidents.

The Incident and Problem Manager is responsible for overseeing the incident management and resolution process within the IT service management framework. This role
includes overseeing the prioritization and escalation of IT incidents, coordinating major incident responses, and implementing workarounds. The Incident Manager conducts trend analyses and root cause analyses to identify areas for improvement.

In addition, the Problem Manager tracks IT incidents, conducts post-mortems after major incidents, and organizes the problem management team to perform root cause analysis.
This dual role ensures that temporary fixes are not sufficient and that underlying issues are addressed to enhance the overall performance of IT services.

Communication is pivotal; liaising with supervisors/service owners/customers/others coordinating activities/reviewing work status/exchanging information/resolving problems
is integral.

Establish and enforce incident response service level agreements in consultation with service owners and customer in the business to establish incident resolution
expectations and timeframes.

          Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality
of service and to prevent future problems.

          Regularly iterate on the incident management process using data gathered about the frequency and severity of incidents.

Serve as an escalation point for major incidents, collaborating with support teams for resolution.

Develop and maintain incident and problem management processes, ensuring adherence by all relevant personnel.

         Design and enforce request handling and escalation policies and procedures.

         Coordinate the transfer to the problem management process where necessary.

         Track and analyze trends in incident reports while utilizing analytical methods to assess and enhance incident management performance. This includes generating
statistical reports to inform proactive problem management and identifying underlying issues that lead to problems.

         Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations.

         Oversee the development, implementation, and administration of incident & problem management training procedures and policies.

         Oversee and improve the problem management process by seeking out and integrating best practices wherever possible.

         Conduct root cause analysis meetings, including writing meeting agendas and facilitating the sessions.

         Creatively implement a variety of root cause analysis techniques.

Work closely with ServiceNow platform team to implement policies and procedures finalized.

Skill
|
Required / Desired
|
Amount
|
of Experience
|
4-6 years of experience in Incident Management.
|
Required
|
4
|
Years
|
Proficient understanding of ITIL principles.
|
Required
|
4
|
Years
|
Experience with ServiceNow ticketing system.
|
Required
|
4
|
Years
|
Knowledge of MS Office Suite including Outlook, Visio, PowerPoint, Excel, etc.
|
Required
|
4
|
Years
|
Strong communication skills with the ability to interact effectively across all levels of leadership.
|
Required
|
ITIL certification is highly desirable.
|
Highly desired
|
Previous experience in State Government is an advantage.
|
Highly desired
|
Proven track record of developing and providing service level agreements and resolving IT incidents.
|
Required
|
4
|
Years
|
If Interested, please provide me below information:

Full Name:

Email ID:

Phone Number:

SSN last 4:

Address:

Availability:

Availability for Interview:

Visa Status:

Passport no:

LinkedIn ID:

Visa Expiry date (MM/DD/YYYY):

Relocation:

Rate:

Professional Reference :1

   Full Name :

   Company Name :

   Title :

   Telephone :

   Email id :

Regards
,

Ashok. M

Serenity Infotech, Inc.

950 Scales Road, Suwanee, Georgia 30024

Phone:

678 782 2810, 470 238 8687

/ Email:

[email protected]

https://www.serenityinfotech.com/

Please
don't print this email unless you really need to. This will preserve trees on our planet.

Disclaimer - This e-mail contains CONFIDENTIAL INFORMATION intended solely for the use of the addressee(s). If you are not the
intended recipient, please notify the sender by e-mail and delete the original message. Further, you are not to copy, disclose, or distribute this e-mail or its contents to any other person and any such action is unlawful. Serenity Infotech has taken every
reasonable precaution to eliminate or minimize the risk of carrying virus, in case if there is a virus in this email Serenity Infotech is not liable for any damage(s) you may sustain as a r esult. All emails (including attachments) sent to or from Serenity
Infotech personnel may be retained, monitored and/or reviewed without further notice or consent.

Keywords: materials management rlang information technology microsoft Idaho North Carolina
Incident and Problem Manager (with ITIL principles and Previous experience in State Government is an advantage. ) 3 Months ,Raleigh, NC ( Hybrid)
[email protected]
http://bit.ly/4ey8w48
https://jobs.nvoids.com/job_details.jsp?id=2253883&uid=

[email protected]
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08:31 PM 13-Mar-25

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Message -

ashok@serenityinfotech.com wrote:
Hi
,

Please find my direct client job requirement for your consideration.

Title:

Incident and Problem Manager (with ITIL principles and Previous experience in State Government is an advantage. )

Location:

Raleigh, NC  ( Hybrid )

Duration :

3 Months

State of North Carolina

Job Description:

Must-Haves:

4-6 years of experience in Incident Management
.

Proficient understanding of ITIL principles.

Experience with ServiceNow ticketing system.

Knowledge of MS Office Suite including Outlook, Visio, PowerPoint, Excel, etc.

Strong communication skills
 with the ability to interact effectively across all levels of leadership.

Plusses:

ITIL certification
 is highly desirable.

Previous experience in State Government is an advantage.

Proven track record of developing and providing service level agreements and resolving IT incidents.

The Incident and Problem Manager is responsible for overseeing the incident management and resolution process within the IT service management framework. This role
 includes overseeing the prioritization and escalation of IT incidents, coordinating major incident responses, and implementing workarounds. The Incident Manager conducts trend analyses and root cause analyses to identify areas for improvement.

In addition, the Problem Manager tracks IT incidents, conducts post-mortems after major incidents, and organizes the problem management team to perform root cause analysis.
 This dual role ensures that temporary fixes are not sufficient and that underlying issues are addressed to enhance the overall performance of IT services.

Communication is pivotal; liaising with supervisors/service owners/customers/others coordinating activities/reviewing work status/exchanging information/resolving problems
 is integral.

Establish and enforce incident response service level agreements in consultation with service owners and customer in the business to establish incident resolution
 expectations and timeframes.

Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality
 of service and to prevent future problems.

Regularly iterate on the incident management process using data gathered about the frequency and severity of incidents.

Serve as an escalation point for major incidents, collaborating with support teams for resolution.

Develop and maintain incident and problem management processes, ensuring adherence by all relevant personnel.

Design and enforce request handling and escalation policies and procedures.

Coordinate the transfer to the problem management process where necessary.

Track and analyze trends in incident reports while utilizing analytical methods to assess and enhance incident management performance. This includes generating
 statistical reports to inform proactive problem management and identifying underlying issues that lead to problems.

Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations.

Oversee the development, implementation, and administration of incident & problem management training procedures and policies.

Oversee and improve the problem management process by seeking out and integrating best practices wherever possible.

Conduct root cause analysis meetings, including writing meeting agendas and facilitating the sessions.

Creatively implement a variety of root cause analysis techniques.

Work closely with ServiceNow platform team to implement policies and procedures finalized.

Full Name:

Email ID:

Phone Number:

SSN last 4:

Address:

Availability:

Availability for Interview:

Visa Status:

Passport no:

LinkedIn ID:

Visa Expiry date (MM/DD/YYYY):

Relocation:

Rate:

Professional Reference :1

Full Name :

Company Name :

Title :

Telephone :

Email id :

Regards
,

Ashok. M

Serenity Infotech, Inc.

950 Scales Road, Suwanee, Georgia 30024

Phone:

678 782 2810, 470 238 8687

/  Email:

ashok@serenityinfotech.com

https://www.serenityinfotech.com/

Please
 don't print this email unless you really need to. This will preserve trees on our planet.

Disclaimer - This e-mail contains CONFIDENTIAL INFORMATION intended solely for the use of the addressee(s). If you are not the
 intended recipient, please notify the sender by e-mail and delete the original message. Further, you are not to copy, disclose, or distribute this e-mail or its contents to any other person and any such action is unlawful.  Serenity Infotech has taken every
 reasonable precaution to eliminate or minimize the risk of carrying virus, in case if there is a virus in this email Serenity Infotech is not liable for any damage(s) you may sustain as a r esult.  All emails (including attachments) sent to or from Serenity
 Infotech personnel may be retained, monitored and/or reviewed without further notice or consent.

Keywords: materials management rlang information technology microsoft Idaho North Carolina 
Incident and Problem Manager (with ITIL principles and Previous experience in State Government is an advantage. ) 3 Months ,Raleigh, NC ( Hybrid)
ashok@serenityinfotech.com

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